REQUIRED SKILLS: (10+ Years; Need All)

• Diagnosing, patching, and deploying desktop systems and other IT hardware such as mobile devices and printers.
• Identifying, leading, and implementing ITSM improvement initiatives based on ITIL and industry best practices.

NICE TO HAVE SKILLS:

• ITIL 4 Foundation certification or similar
• CompTIA A+ certification or similar
• PMP certification or similar

INTERVIEW PROCESS:

• Microsoft Teams interview with camera on.

DESCRIPTION OF ROLE:

Under the general guidance of the IT Operations Manager, this position is responsible for growing and operating the Information Technology Service Management (ITSM) program at the organization. The role serves as an expert resource, relying on extensive experience and judgment to plan and accomplish goals.

Essential duties include providing expert-level technical assistance in support and preparation of desktop-supported applications and hardware. This requires extensive knowledge and experience with desktop technology, including desktop operating systems, desktop applications, desktop hardware, laptop systems, printer support, Android devices, iOS devices, and other supported wireless devices and peripherals. The role receives escalated support issues from the help desk.

The position will also be responsible for configuring and administering the ITSM tool, leading ITSM improvement initiatives, coaching and training junior technical support staff and IT personnel, and maintaining a high level of professionalism when interacting with staff, including executive leadership. Responsibilities also include creating and implementing IT policies, procedures, standards, and guidelines, as well as maintaining familiarity with a broad range of IT concepts, practices, and technologies. The position may lead and direct the work of others.

This role will perform advanced desktop support including operating system and application patching and troubleshooting. The successful candidate must demonstrate strong technical troubleshooting ability and exceptional attention to detail.

The position requires providing in-person support to staff located at the Hill Farms State Office Building in Madison, Wisconsin.

Other notables:

• Contract type: Staff augmentation, 40 hours per week.
• Shift: Day shift (approximately 7:45 AM – 4:30 PM).
• Security required: Yes.
• On-call hours: No.
• Weekend work: No scheduled weekend coverage.
• Travel: Not required.
• Parking costs are expected to be covered by the contractor; onsite parking is approximately $70/month with limited free street parking nearby.
• Engagement duration is through June 30, 2026, with potential for at least a one-year extension.